Beyond Service Management: ESM and ITIL v3 By John Ryan -
Published October 26, 2009
Enterprise service management (ESM) is the set of ITIL-aligned tools, processes, and people that ensure IT services are directly linked to the needs and objectives of the business, writes ITSMWatch guest columnists John Ryan and Mark Lees of CSC. [more ITIL]
ITIL: Open Source vs. Commercial By Pam Baker -
Published October 14, 2009
As ITIL continues to gain converts, more and more support software is becoming available. Which is better open source or commercial? The debate continues. [more ITIL]
Social Media for ITSM: Adapt or Perish By Hank Marquis -
Published October 9, 2009
The implications of social media to IT service management are nothing short of profound, writes ITSMWatch columnist Hank Marquis of Global Knowledge. [more ITIL]
ITIL Still Needs to Embrace the Collective By Rob England -
Published October 2, 2009
In in the wide open world of Web 2.0 OGC still keeps ITIL cloistered, writes ITSMWatch columnist Rob England. [more ITIL]
Moving Beyond RACI in ITIL v3, Part II By D'Arcy McCallum -
Published September 18, 2009
While effective, ITIL v3 doesn't explain how to use RACI very well. ITSMWatch guest columnist D'Arcy McCallum of Consulting-Portal strives to clarify in part two of this two-part series. [more ITIL]
Moving Beyond RACI in ITIL v3 By D'Arcy McCallum -
Published September 11, 2009
While effective, ITIL v3 doesn't explain how to use RACI very well. ITSMWatch columnist David Mainville of Consulting-Portal strives to clarify in part one of this two-part series. [more ITIL]
Why Event Management Matters By George Spafford -
Published September 3, 2009
Getting a handle on Event Management has a lot of benefits, writes ITSMWatch columnist George Spafford of Pepperweed Consulting. [more ITIL]
ITIL v3: Still No Rush By Rob England -
Published August 28, 2009
Three years on and there's still no compelling reason to switch to ITIL v3, writes ITSMWatch columnist Rob England, a.k.a. The IT Skeptic. [more ITIL]
How to Fix the ITIL v3 foundation Exams By Rob England -
Published August 14, 2009
The foundation exams need outside help, writes ITSMWatch columnist Rob England, a.k.a., The IT Skeptic. [more ITIL]
ITIL Foundation Exams Don't Test Understanding By Rob England -
Published August 7, 2009
The way they are written now, multiple choice Foundation exams are basically a waste of time and damage ITIL's credibility, writes ITSMWatch columnist Rob England, a.ka., The IT Skeptic. [more ITIL]
The Importance of Policy Management By Phara McLachlan -
Published July 30, 2009
Policies can only keep you out of trouble if you enforce and communicate them, writes ITSMWatch guest columnist Phara McLachlan of Animus Solutions. [more ITIL]
ICTIM Credits Granted By ITSM Watch Staff -
Published July 27, 2009
ICT infrastructure management qualification awarded "Complementary Status" in the ITIL v3 qualification scheme. [more IT Service Management News]
Using SLM to Improve Your Company's Bottom Line By Ami Nahari -
Published July 24, 2009
You can use Service Level Management to improve the perception of IT and save the company money, writes ITSMWatch columnist Ami Nahari of BT. [more ITIL]
Killing the Goose: The Commercialization of ITIL By David Mainville -
Published July 16, 2009
The commercialization of ITIL is making it overly complex, bureaucratic and less effective, writes ITSMWatch columnist David Mainville of Consulting-Portal. [more ITIL]
Using the Service Desk as a Single Point of Contact By George Spafford -
Published July 10, 2009
Extending the IT service desk to handle more than just IT calls will net real business benefit, writes ITSMWatch columnist George Spafford of Pepperweed Consulting. [more ITIL]
The Diplomacy of a Service Level Manager By Ami Nahari -
Published July 1, 2009
The service level manager in the role of the negotiator must be diplomatic and sensitive but also firm, writes ITSMWatch guest columnist Ami Nahari of BT. [more ITIL]
What ITIL Doesn’t Cover By Rob England -
Published June 25, 2009
There's a popular misconception that ITIL describes IT Delivery. In fact, argues columnist Rob England, it doesn’t even fully describe IT Service Management. [more ITIL]
Making the Business Case for ITIL By Anthony Orr -
Published June 4, 2009 ITSMWatch guest columnists Anthony Orr of BMC and Erin Casteel of Solisma layout the the business case you can use to make ITIL a reality in your IT department. [more ITIL]
Seven Tips to Rapid Service Transformation By Martin Likier -
Published May 15, 2009
No ITSM methodology can guarantee success, but there are ways to shorten time to implementation and ensure you get it right the first time, writes ITSM Watch guest columnist Martin Likier of Forsythe. [more ITIL]
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